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Avaya Aura Contact Center Support

  • CMDBID 73728
  • Course Code 5C00030K,70220
  • Duration 3 Days
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Avaya Course

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Overview

This course is designed for individuals responsible for the implementation, configuration and support of the Avaya Aura Contact Center and those attempting to earn the  ACSS - Avaya Aura Contact Center Support  credential.

Delivered to the student's desktop with remote access to lab equipment,  Avaya Aura  Contact Center Support  consists of a combination of instructor presentations followed by hands-on exercises performed by students. Students will have an opportunity to ask questions and participate in discussions during the lectures and lab exercises.

Audience

Technicians responsible for ensuring the continuous operation of the Avaya Aura Contact Center system. Avaya employees, business partners, and customers with day-to-day maintenance, installation, and implementation responsibilities

Skills Gained

Key objectives for this course include the ability to:

  • Describe how Avaya Aura Contact Center supports SIP-enabled contact centers based on the Avaya Aura Unified Communications (AAUC) platform.
  • Describe the Avaya Aura Unified Communications platform and the integration with Avaya Aura Contact Center components.
  • Identify the server hardware requirements for your Avaya Aura  Contact Center installation.
  • Discuss the product licensing requirements for your Avaya Aura  Contact Center installation.
  • Configure the Microsoft Windows Server 2012 operating system for your Avaya Aura  Contact Center installation
  • Install the Avaya Aura  Contact Center application software and launch the Avaya Aura  Contact Center Ignition Wizard.
  • Describe and commission the Avaya Aura Media Server.
  • Perform Contact Center Manager Administration commissioning tasks.
  • Add the Communication Control Toolkit and Contact Center Multimedia servers in Contact Center Manager Administration.
  • Add Agents in CCMA and configure the following: Avaya Agent Desktop (AAD) application, Route Points and Routes, Agent Desktop Displays (ADD)Tool and the CCT Reference Client.
  • Install Orchestration Designer and create and test Scripts.
  • Describe CCMA Client commissioning.
  • Perform a Backup and Restore using the Database Maintenance Utility.
  • Install the Avaya Aura  Contact Center application on the Standby server of a High Availability pair.
  • Configure the Primary and Backup Avaya Aura  Media Server to support Avaya Aura  Contact Center High Availability.
  • Perform an Avaya Aura  Contact Center Software Appliance model installation of a system using an OVA image file in VMware vSphere host.

Prerequisites

Basic knowledge of Contact Center (ACD), telephony, and Voice over IP (VOIP) technology.

Outline

Key objectives for this course include the ability to:

  • Describe how Avaya Aura Contact Center supports SIP-enabled contact centers based on the Avaya Aura Unified Communications (AAUC) platform.
  • Describe the Avaya Aura Unified Communications platform and the integration with Avaya Aura Contact Center components.
  • Identify the server hardware requirements for your Avaya Aura  Contact Center installation.
  • Discuss the product licensing requirements for your Avaya Aura  Contact Center installation.
  • Configure the Microsoft Windows Server 2012 operating system for your Avaya Aura  Contact Center installation
  • Install the Avaya Aura  Contact Center application software and launch the Avaya Aura  Contact Center Ignition Wizard.
  • Describe and commission the Avaya Aura Media Server.
  • Perform Contact Center Manager Administration commissioning tasks.
  • Add the Communication Control Toolkit and Contact Center Multimedia servers in Contact Center Manager Administration.
  • Add Agents in CCMA and configure the following: Avaya Agent Desktop (AAD) application, Route Points and Routes, Agent Desktop Displays (ADD)Tool and the CCT Reference Client.
  • Install Orchestration Designer and create and test Scripts.
  • Describe CCMA Client commissioning.
  • Perform a Backup and Restore using the Database Maintenance Utility.
  • Install the Avaya Aura  Contact Center application on the Standby server of a High Availability pair.
  • Configure the Primary and Backup Avaya Aura  Media Server to support Avaya Aura  Contact Center High Availability.
  • Perform an Avaya Aura  Contact Center Software Appliance model installation of a system using an OVA image file in VMware vSphere host.

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